NURSING SERVICES – CANCELLATION, REFUND & RESCHEDULE POLICY

• CubNesto is a technology-enabled Home Nursing Service platform through which customers select and book available nursing services.
• Registered eligible GNM Nurses may accept available service requests through the CubNesto platform.
• A customer's booking is for the selected nursing service, duration and care requirement, and not for a specific individual nurse.
• For long-duration services, CubNesto may allocate multiple GNM Nurses to complete the booked duration. A 12-hour service may, for example, be fulfilled through three 4-hour shifts, two 6-hour shifts, or another approved shift arrangement.
• Where multiple nurses are allocated, the outgoing nurse must provide an appropriate handover to the incoming nurse, including relevant patient-care information and service documentation.
• A change in the individual nurse between shifts does not constitute cancellation of the service, provided CubNesto continues to provide the booked service as agreed.

This policy applies to Essential Nursing Visits, Advanced Nursing Procedures, Wound Care Packages and Hourly Nursing Services.

• A confirmed service may be rescheduled a maximum of 3 times.
• Each rescheduling request is subject to service-slot and GNM Nurse availability.
• The customer should request rescheduling as early as possible.
• After 3 rescheduling requests, the booking becomes non-refundable and no further rescheduling will be permitted.

The individual GNM Nurse may vary based on nurse availability and service scheduling. CubNesto will make reasonable efforts to maintain uninterrupted service. A change in nurse does not by itself create a refund entitlement.

This policy applies to 4-hour, 8-hour and 12-hour Home Nursing Services and 15-day/30-day nursing packages.

• A Home Nursing booking or package may be rescheduled a maximum of 3 times.
• Every rescheduling request is subject to service availability and confirmation by CubNesto.
• After 3 rescheduling requests, the booking/package becomes non-refundable and cannot be rescheduled further.
• Rescheduling does not guarantee availability of the same individual nurse.

If a customer stops a prepaid Home Nursing package after services have started, CubNesto will calculate the refund based on the service duration already delivered, applicable package terms/rates, and any applicable deployment or agreed charges.

The eligible unused service balance, if any, will then be refunded.

For long-duration Home Nursing Services, CubNesto may allocate multiple GNM Nurses across the booked duration.

For example, a 12-hour service may be covered by 3 nurses for 4 hours each or 2 nurses for 6 hours each, depending on availability and service requirements.

Each nurse is expected to complete the required handover and update the applicable service documentation before the next nurse takes over.

Customers do not book or reserve a specific individual nurse. If a nurse changes between shifts, this is part of CubNesto's platform-based allocation model and will not be treated as a cancellation, provided the booked service continues.

If CubNesto is unable to provide the confirmed booked service and cannot arrange a suitable alternative, the customer will receive a refund or adjustment for the affected unused service.

These terms apply to all nursing services booked through the CubNesto platform.

CubNesto does not sell, purchase, stock, supply, dispense or provide any medicines, drugs, pharmaceutical products or medical consumables.

Any medicines, medical equipment or consumables required for the patient must be arranged by the customer through their doctor, hospital, pharmacy or other authorized source.

CubNesto's charges are only for nursing services.

• Customers must provide accurate information about the patient's condition and nursing requirements at the time of booking.
• If the patient's condition requires care that cannot safely be provided through the available service/nurse allocation, CubNesto may decline, modify or discontinue the service and will communicate available options to the customer.

Approved refunds will normally be processed to the original payment method within 5–10 business days, subject to applicable bank/payment gateway processing times.

Exceptional circumstances may be reviewed by CubNesto on a case-by-case basis.

For cancellation requests, rescheduling requests, refund queries or service-related concerns, please contact CubNesto through its official support channels.